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Microsoft Teams Playbook Study, MDC Research, November 2019 Aka.Ms/ Practiceplaybooks DEFINE YOUR STRATEGY PAGE 12 [Type here] Microsoft Teams Microsoft Practice Development Playbook aka.ms/practiceplaybooks aka.ms/practiceplaybooks ABOUT THIS PLAYBOOK PAGE 2 About this Playbook This playbook is intended for the business and technical leadership for new and existing Microsoft partners focused on implementing Microsoft Teams (Teams) or modernizing legacy applications and bringing them into Teams. Objectives How this playbook was made The goal of this playbook is to help partners understand This playbook is part of a series of guidance written by the growth opportunity that Microsoft Teams (Teams) Microsoft Partner Opsgility, in conjunction with the provides so that they can accelerate or optimize their Microsoft One Commercial Partner group. Teams-focused practice. This playbook will offer guidance Content in this playbook is based on in-depth interviews and best practices on selling and deploying Teams as well with 8 Teams partners, specially selected for their depth of as extending Teams with custom solutions. expertise and proven track record in delivering successful For the business side, this playbook provides an Teams projects. understanding of the strategies partners can take to build To validate the guidance provided in this playbook, we a Teams practice, including which areas of Teams to focus worked with MDC Research to conduct a survey of global on, how to cross sell leveraging Teams, and how to build a partners, with responses from 387 partners currently technical team. offering Teams. In this survey, we gathered insights on a For the technical side, this playbook provides detailed range of topics, including how partners hire, compensate guidance on how to manage Teams and how to approach and train resources; their business model, revenue and governance. It also provides guidance on various add-ons profitability; what practices and services they offer; and to Teams and the areas of Teams that can be customized what skillsets they have in place to support their offers. and extended for customers. The results of this survey are provided in-line with the guidance found within this playbook CONTRIBUTING PARTNERS Adopt and Embrace Cognizant IT Improvement Avanade Empired NTT Data Cobweb / Vuzion Engage2 aka.ms/practiceplaybooks ABOUT THIS PLAYBOOK PAGE 3 Using the playbook effectively Quickly read through the playbook to become familiar with the layout and content. Each section includes an executive summary and key actions for that specific topic. Review these summaries first to decide which areas to focus on. Go over the content several times, if needed, then share within the team. TO GET THE MOST VALUE OUT OF THIS PLAYBOOK: Get teams together and discuss which pieces of the strategy each person is responsible for. Share the playbook with sales, marketing, support, technical, and managed services teams. Leverage the resources available from Microsoft to help maximize profitability. Share feedback on how to improve this and other playbooks by emailing [email protected]. aka.ms/practiceplaybooks ABOUT THIS PLAYBOOK PAGE 4 Table of Contents About this Playbook ...................................................... 2 Operationalize ........................................................... 123 Digital Transformation ................................................................ 5 Executive Summary .................................................................. 124 The Teamwork Opportunity ...................................................... 6 Teamwork Assessment ............................................................ 125 Partner Practice Development Framework .......................... 7 Implement a Solution Delivery Process..............................127 Define Your Strategy ..................................................... 8 Implement Intellectual Property Offerings ...................... 129 Executive Summary ...................................................................... 9 Microsoft Licensing Options ................................................. 130 Define Your Practice Focus ....................................................... 10 Create Your Presales Environment....................................... 131 Understanding the Teams Practice ........................................ 12 Key Contracts and Practice Tools ........................................ 133 Teams Sales Formula .................................................................. 23 Use CRM to Grow Your Business ......................................... 134 Upsell and Cross-Sell Opportunities ..................................... 25 Define Customer Support Program & Process ............... 135 Firstline Workers Opportunity ................................................ 27 Get Co-Sell Ready ......................................................................137 Define Your Service and Solution Offering ........................ 32 Support Options from Microsoft ......................................... 138 Project Services ............................................................................ 34 Support Tracking ....................................................................... 140 Managed Services ....................................................................... 36 Go to Market and Close Deals .................................... 141 Reusable IP ..................................................................................... 39 Executive Summary .................................................................. 142 Developing Teams Offerings ................................................... 40 Marketing Infrastructure ........................................................ 143 Hire & Train .................................................................. 95 Sales Infrastructure ................................................................... 145 Executive Summary .................................................................... 96 Go-to-Market and Close Deals Guide ............................... 147 Hire, Build, and Train Your Team ........................................... 98 Optimize & Grow ....................................................... 148 Recruiting Resources ................................................................ 102 Executive Summary .................................................................. 149 Job Descriptions ......................................................................... 103 Guide: Optimize and Grow .................................................... 150 Training Resources ..................................................................... 118 Playbook Summary .................................................... 151 Competencies and Certifications ......................................... 120 Guide: Hire and Train ............................................................... 122 March 2020 aka.ms/practiceplaybooks ABOUT THIS PLAYBOOK PAGE 5 Digital Transformation As organizations transform their businesses with cloud technologies, they quickly find new and better methods of collaboration and customer engagement, as well as more effective ways to measure productivity and sales effectiveness. Source: Developing a Teamwork Adoption and Change Management Practice Partner Guide Today’s workforce is more mobile, social, and global, and the devices and digital tools they use to get their work done reflect those changes. But people also have different backgrounds in technology and different expectations about their communication and collaboration activities, adding to the diversity of devices and tools and management complexity. Organizations are finding tremendous value in bringing new workstyles and customer touchpoints together into a cohesive collaboration platform. And partners who combine their knowledge of customer business processes with the skills to help make the needed technology and cultural shifts are delivering that value leveraging modern communication and collaboration offerings based on Teams. Teams can help partners move forward across all four pillars of digital transformation to: 1. Empower employees by delivering self-serve, efficient information search and sharing, employee engagement measurement, and learning and development activities. 2. Engage better with customers by enabling timely feedback loops, customer support, sales associate productivity measurement, and much more. 3. Optimize operations with effective execution of business processes, delivery management, and live tracking of in- flight products or services. 4. Transform products along with their workforce, ranging from project management to engineering workflows, through to managing service incidents and design collaboration. FURTHER READING → Microsoft Digital Transformation eBook Series aka.ms/practiceplaybooks ABOUT THIS PLAYBOOK PAGE 6 The Teamwork Opportunity Modern collaboration platforms such as Teams allow colleagues to connect with each other and their customers anywhere, on any device via chat or audio and video calls and meetings, sharing and collaborating on documents and workflows securely in real time. More effective communications improve business outcomes and reduce telephony costs, while the integrated collaboration capabilities provide better uptime, performance, scalability, security and compliance. A Teams practice can highlight a partner’s expertise with adoption and change management services, helping customers take full advantage of tools and to find more productive ways of working. The Teams approach to collaboration helps employees
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